... that change, isn’t in how you react during a change, but in the groundwork you lay before the change even begins. Join this complimentary Gartner customer service and support webinar to discover how to lay the critical foundation for your change initiatives and learn actionable strategies to drive success ...
Analyst(s): Lauren Villeneuve | Deborah Alvord
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... tools to redesign customer service journeys, making them more human-centric. To create a unified experience, organizations must rethink their channel strategies and the roles of self-service, assisted service, data, knowledge and analytics. Join this complimentary Gartner customer service and support ...
... Access Insights Already a Gartner client? Customer service and support teams are increasing AI investment, but many lack the organizational maturity to turn technical capability into business value. Leaders can use Gartner’s maturity model to establish their current and target maturity level and receive ...
Analyst(s): John Quaglietta | Brett Overbey | Daniel O'Sullivan | Francesco Vicchi
... Access Insights Already a Gartner client? Customer service leaders face surging AI costs while lacking the financial visibility to prove AI business value. This research delivers a step-by-step framework to track detailed AI spend, attribute outcomes, and optimize portfolio returns to effectively communicate ...
... As customers fragment around expectations for AI-led efficiency and human judgment, service leaders must rethink how they lead. This research describes four leadership shifts needed to avoid becoming operational rather than strategic in a customer-fragmented future. Insights at a Glance Service Leaders ...
Analyst(s): Francesco Vicchi | Christopher Sladdin | Michael Chiu | Don Scheibenreif
... uncertainty amplifies supply chain challenges in balancing customer expectations for speed, low price, and service. This research shows how a segmentation based on B2B customer needs enables CSCOs to more effectively align profitability, customer experience, and resilience. Insights at a Glance Issue Impact ...
... Insights Already a Gartner client? Amid growing supply chain challenges, customer collaboration is often overlooked as a critical value generator. Logistics and customer fulfillment leaders should create joint value with key customers to build two-way trust, improve service performance and achieve supply ...
... Journey orchestration — why is something so easy to say so difficult to deliver? Why does marketing fail to sustain investment in this always-on effort? This Marketing Symposium session offers CMOs guidance on how to frame the business case, strategy and deliverables for this important initiative. Gartner ...
... Access Insights Already a Gartner client? Voice of the customer programs are essential for improving customer service, identifying sources of value and mitigating issues before they occur. Customer service and support leaders can use this VoC maturity model to develop their program into a critical source ...
Analyst(s): Daniel O'Sullivan | Brad Fager | Lauren Villeneuve | Christopher Sladdin